This interactive, informative and highly practical course will give you the confidence to recognise, plan and manage difficult conversations as well as the opportunity to practice using constructive feedback techniques to achieve more positive outcomes.

What will I learn?

Being able to deal with difficult conversations effectively is an essential business skill that is invaluable in maintaining good relationships and retaining business. Disagreements don’t disappear when they’re ignored. People are often concerned about having a difficult conversation because they’re worried the client or colleague might react defensively to what they’ve got to say. They need to be dealt with in an appropriate way that achieves the desired result and keeps the relationship intact.

You will learn how to prepare for a difficult situation, get the conversation off to the best possible start and manage their emotions. You will also gain insights into real situations they have experienced and leave feeling more confident in dealing with them effectively.

  • Understand the nature of difficult conversations
  • The importance of self-awareness and understanding the emotional triggers that can make some conversations difficult
  • Learn why treating others as you would like to be treated is not necessarily the right approach – introduction to DISC behavioural profile
  • Develop techniques for managing your own emotions and opening up dialogue
  • Utilise the difficult conversation model to effectively plan and prepare
  • Identifying assertive, aggressive and submissive behaviours
  • Learn the 6 steps to conflict resolution
  • Practice giving feedback and learn how to deal with criticism from others in a constructive way
  • Identify the importance of non-verbal cues in ensuring the message is given and received in the way we intend it
  • Understand the importance of rapport, effective listening and questioning skills to engage in meaningful dialogue using the 3-step tango – Listen – respond – propose
  • Engage in practical simulation exercises using a set of tailored business case studies around difficult conversations

Who should attend?

Any staff member who has to engage effectively with team members, peers, senior managers or other key stakeholders.


*In agreement with participants, training will be offered either virtually or in classroom according to Government Covid-19 guidelines

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